Today, Signicat employs over 530 people across 20 offices in 15 European countries. We work with leading banks, fintechs, telcos, public authorities, healthcare providers, and enterprises across retail and mobility to deliver trusted digital identity and onboarding solutions at scale. Joining Signicat means contributing to a mission that has a real impact on how society works and trusting each other in an increasingly digital world.

The Support On-Call Team is a new, dedicated function within Customer Support. The team owns how Signicat communicates with customers during service disruptions: status page updates, customer notifications, incident reports, and the inbound enquiries that go with them. Alongside this, the team contributes to regular Customer Support ticket work during shifts, staying close to our products and customers.

The team covers shifts around the clock from Monday to Friday, including evenings and nights, with on-call coverage at weekends. As a Customer Support Specialist, you’ll play a pivotal role in Signicat’s incident response process. You’ll be on the front line of incident communication: managing our status page, sending customer notifications, and producing incident reports, so customers always know where things stand when something isn’t working as expected.

For incidents, whilst you won’t own the technical fix or the root-cause investigation, you will be expected to triage what comes in, whether that’s an automated alert or a customer ticket, assess what’s going on, and troubleshoot where you can before escalating. So you’ll need to be comfortable with technical detail, or confident you can get there quickly.

This is a hybrid role based in Vilnius, with the flexibility to work from our office in Paupys. The right to live and work in the EU is required.

Key responsibilities

• Work shifts as part of a Monday-to-Friday rota covering days, evenings, and nights, and take part in the weekend on-call rota.

• Triage incoming alerts and customer tickets: assess severity and customer impact, carry out initial troubleshooting, and escalate to the right technical team when needed.

• Operate our customer-facing status page during incidents and maintenance windows: posting updates, managing the timeline, and ensuring messaging is clear and timely.

• Handle inbound enquiries about ongoing or recent service events, providing a single point of contact for customers during disruptions.

• Take part in incident postmortems and contribute to continuous improvement.

• Produce customer-facing incident reports based on the output of the postmortem process, working with the development teams to translate root cause analysis into clear, customer-appropriate language.

• During day shifts, contribute to the regular Customer Support ticket queue, building product knowledge and customer familiarity that makes you more effective during incidents.

• Help maintain the team’s playbooks, templates, and knowledge base.

What we consider a plus

• Familiarity with Zendesk (or similar ticketing systems) and a statuspage.

• Familiarity with B2B SaaS or technical products.